- Home
- Tenders
- Philippines
- Conduct In House Training on Customer Service
Conduct In House Training on Customer Service
AI Summary
The Small Business Guarantee and Finance Corporation (SBCorp) seeks to enhance the capabilities of its frontline personnel who serve MSME clients through a comprehensive in‑house customer‑service training program. The training will cover the entire customer journey, effective communication techniques, and practical service‑recovery strategies. It is designed to empower participants to handle inquiries, manage complaints, and maintain client trust, thereby reinforcing SBCorp’s commitment to service excellence.
The training will be delivered in three staged sessions: a face‑to‑face workshop in August 2026 with 45 participants, followed by two virtual sessions in late August and early September with 50 and 65 participants respectively. The provider is required to present a detailed training design and program flow, qualified facilitators, training kits and certificates, and full documentation, including attendance records, evaluation summaries, and post‑activity reports. Deliverables must be submitted in line with the agreed progress billing schedule, with payment made upon completion of the second batch and final acceptance of all outputs.
The training provider must be a duly registered training institution, possess at least five years of proven experience in customer‑service training, and have delivered at least two comparable engagements for government agencies.
Description
TERMS OF REFERENCE
IN-HOUSE TRAINING ON CUSTOMER SERVICE
TRAINING OVERVIEW AND OBJECTIVES
The primary objective of this in-house customized Customer Service Training is to enhance the knowledge, skills, and competencies of SBCorp's frontline personnel in delivering quality customer service to the MSMEs. The training aims to strengthen participants' communication skills, improve their ability to handle customer concerns and complaints professionally, and foster positive client relationships. It also seeks to promote a customer-centric approach that builds trust, increases customer satisfaction, and reinforces SBCorp's commitment to service excellence.
COURSE OUTLINE*
A. Understanding Customer Journey and Client Expectations
• Recognize how every customer interaction affects the overall service experience and the organization’s reputation.
• Identify the needs, expectations, and priorities of SBCorp’s MSME clients.
• Understand the importance of providing responsive, courteous, and client-centered service at every point of contact.
B. Strengthening Communication for Excellent Customer Service
• Apply effective communication techniques in explaining policies, procedures, and documentary requirements in a clear and customer-friendly manner.
• Demonstrate active listening, empathy, and professionalism in responding to client inquiries and concerns.
• Manage challenging customer interactions while maintaining positive relationships and customer trust.
C. Managing Customer Concerns and Building Customer Confidence
• Apply practical service recovery techniques to address customer concerns effectively.
• Resolve customer complaints in a professional, objective, and solutions-oriented manner.
• Utilize appropriate de-escalation techniques to manage emotionally charged situations and restore customer confidence.
*The proposed Course Module/Outline from the provider should be aligned with the provided guide course description, objective, and outline.
METHODOLOGY
• Pre-workshop Consultation
• Pre and Post Evaluation
• Learning Sessions
• Group Discussions
• Case Analysis
• Team-Based Activities
• Role-playing Simulations
• Reflection and Action Planning
EXPECTED OUTPUTS/DELIVERABLES
1. Training Design and Program Flow
2. Qualified resource speakers/facilitators with relevant expertise
3. Provision of training kits, materials, and certificates
4. Documentation (attendance, photos, evaluation summary, pre & post test results, and post-activity report)
SCHEDULE, PARTICIPANTS, AND MODALITY
Date Mode No. of Participants Target Participants
August 25, 2026 (Tuesday) Face-to-Face 45 Annex A
August 28, 2026 (Friday) Online/Virtual 50 Annex B
September 4, 2026 (Friday) Online/virtual 65
BUDGET
Three Hundred Fifty Thousand Pesos (₱350,000.00) inclusive of all taxes and surcharges.
MODE OF PAYMENT
Payment shall be made through check on a progress billing basis, subject to applicable government accounting and auditing rules and regulations, as follows:
a. Fifty percent (50%) of the contract price upon completion of the second batch of the training program and submission of the corresponding billing documents; and
b. Fifty percent (50%) of the contract price upon submission and acceptance of all required deliverables and expected outputs under this Terms of Reference.
QUALIFICATIONS OF THE TRAINING PROVIDER
The service provider must meet the following qualifications:
1. Must be a duly registered training institution with Civil Service Commission (CSC), consulting firm, or accredited learning provider
2. Must have at least five (5) years of proven experience in conducting customer service training programs
3. Must have conducted at least two (2) similar engagements for government agencies
4. Must provide qualified resource persons/facilitators with relevant expertise in customer service
5. Must be capable of providing post-training documentation and evaluation
DOCUMENTARY REQUIREMENTS
• Proposed Program Content/Module indicating course outline, objectives, methodology, and deliverables
• PhilGEPS Registration
• Company Profile
• Curriculum Vitae of individual/assigned facilitator(s) with the following information:
o Educational Background
o Work and/or Consultancy Experience
o Projects undertaken
• Mayor’s/Business Permit
• BIR Certificate of Registration (for company/training institution)/ Income Tax Return (for individual contractor)
• Omnibus Sworn Statement (for company/training institution)
Line Items
Item No. : 1
Product/Service Name : Conduct In House Training on Customer Service
Description : Conduct In House Training on Customer Service
Quantity : 1
UOM : Lot
Budget (PHP) : 350,000.00
Reference Number: 13198800
Area of Delivery: Metro Manila
Trade Agreement: Implementing Rules and Regulations
Procurement Mode: Negotiated Procurement - Small Value Procurement (Sec. 34)
Classification: Goods - General Support Services
Category: Services
Bid Supplements: 0
Document Request List: 6
IN-HOUSE TRAINING ON CUSTOMER SERVICE
TRAINING OVERVIEW AND OBJECTIVES
The primary objective of this in-house customized Customer Service Training is to enhance the knowledge, skills, and competencies of SBCorp's frontline personnel in delivering quality customer service to the MSMEs. The training aims to strengthen participants' communication skills, improve their ability to handle customer concerns and complaints professionally, and foster positive client relationships. It also seeks to promote a customer-centric approach that builds trust, increases customer satisfaction, and reinforces SBCorp's commitment to service excellence.
COURSE OUTLINE*
A. Understanding Customer Journey and Client Expectations
• Recognize how every customer interaction affects the overall service experience and the organization’s reputation.
• Identify the needs, expectations, and priorities of SBCorp’s MSME clients.
• Understand the importance of providing responsive, courteous, and client-centered service at every point of contact.
B. Strengthening Communication for Excellent Customer Service
• Apply effective communication techniques in explaining policies, procedures, and documentary requirements in a clear and customer-friendly manner.
• Demonstrate active listening, empathy, and professionalism in responding to client inquiries and concerns.
• Manage challenging customer interactions while maintaining positive relationships and customer trust.
C. Managing Customer Concerns and Building Customer Confidence
• Apply practical service recovery techniques to address customer concerns effectively.
• Resolve customer complaints in a professional, objective, and solutions-oriented manner.
• Utilize appropriate de-escalation techniques to manage emotionally charged situations and restore customer confidence.
*The proposed Course Module/Outline from the provider should be aligned with the provided guide course description, objective, and outline.
METHODOLOGY
• Pre-workshop Consultation
• Pre and Post Evaluation
• Learning Sessions
• Group Discussions
• Case Analysis
• Team-Based Activities
• Role-playing Simulations
• Reflection and Action Planning
EXPECTED OUTPUTS/DELIVERABLES
1. Training Design and Program Flow
2. Qualified resource speakers/facilitators with relevant expertise
3. Provision of training kits, materials, and certificates
4. Documentation (attendance, photos, evaluation summary, pre & post test results, and post-activity report)
SCHEDULE, PARTICIPANTS, AND MODALITY
Date Mode No. of Participants Target Participants
August 25, 2026 (Tuesday) Face-to-Face 45 Annex A
August 28, 2026 (Friday) Online/Virtual 50 Annex B
September 4, 2026 (Friday) Online/virtual 65
BUDGET
Three Hundred Fifty Thousand Pesos (₱350,000.00) inclusive of all taxes and surcharges.
MODE OF PAYMENT
Payment shall be made through check on a progress billing basis, subject to applicable government accounting and auditing rules and regulations, as follows:
a. Fifty percent (50%) of the contract price upon completion of the second batch of the training program and submission of the corresponding billing documents; and
b. Fifty percent (50%) of the contract price upon submission and acceptance of all required deliverables and expected outputs under this Terms of Reference.
QUALIFICATIONS OF THE TRAINING PROVIDER
The service provider must meet the following qualifications:
1. Must be a duly registered training institution with Civil Service Commission (CSC), consulting firm, or accredited learning provider
2. Must have at least five (5) years of proven experience in conducting customer service training programs
3. Must have conducted at least two (2) similar engagements for government agencies
4. Must provide qualified resource persons/facilitators with relevant expertise in customer service
5. Must be capable of providing post-training documentation and evaluation
DOCUMENTARY REQUIREMENTS
• Proposed Program Content/Module indicating course outline, objectives, methodology, and deliverables
• PhilGEPS Registration
• Company Profile
• Curriculum Vitae of individual/assigned facilitator(s) with the following information:
o Educational Background
o Work and/or Consultancy Experience
o Projects undertaken
• Mayor’s/Business Permit
• BIR Certificate of Registration (for company/training institution)/ Income Tax Return (for individual contractor)
• Omnibus Sworn Statement (for company/training institution)
Line Items
Item No. : 1
Product/Service Name : Conduct In House Training on Customer Service
Description : Conduct In House Training on Customer Service
Quantity : 1
UOM : Lot
Budget (PHP) : 350,000.00
Reference Number: 13198800
Area of Delivery: Metro Manila
Trade Agreement: Implementing Rules and Regulations
Procurement Mode: Negotiated Procurement - Small Value Procurement (Sec. 34)
Classification: Goods - General Support Services
Category: Services
Bid Supplements: 0
Document Request List: 6
Details
Status:
Closed
Sectors:
80000000 - Education and training services
Place of origin:
Philippines
Places of performance:
Philippines
Deadline:
Aug 21, 2026, 02:00 AM
Contract duration:
3 Day/s
Contract type:
Member-only information
Publication date:
Member-only information
Created date:
Member-only information
Update date:
Member-only information
Documents access instructions
Member-only information
Original URL:
Member-only information
Buyers
Member-only information